Ruckus 2nd class support simply because users purchased from Lennar

[gary_fixelle]

It's appalling that Ruckus has treated Lennar customers quite differently than ANY other customer and in fact treats them like garbage and think that this is acceptable. In the future, I would NEVER purchase products from a company that shows such disrespect simply because the owner purchased from a builder like Lennar. Can you imagine if a company like CDW who sells to small and large business organizations had an agreement with Ruckus to provide ineffective and 2nd class support simply because they were provided a small discount on their purchase?  Do you believe that their customers would buy ANY more products?  This is a disgusting business practice by Ruckus and needs to end immediately!

[Imran_ruckus]

Hi @gary_fixelle 

Greetings!!!

Thank you for reaching out to the RUCKUS Lennar Home Community. 

We appreciate your patience and understanding as we work to resolve the issues you are experiencing with your RUCKUS setup.

Based on the information provided, it appears that you need assistance in setting up RUCKUS devices.

We apologize for any inconvenience this has caused and are committed to assisting you promptly.

Please note that RUCKUS no more have running support contract with Lennar, effective November’2022, ‘Ruckus Support for Lennar Homes customers will no longer be handled by phone or email or remote session. We will be exclusively supporting customers via this community forum support model only.

This forum is on best best-effort support basis.

However, please do not worry I will assist you to get it resolved as early as possible. 

To better assist you, could you please provide the following information:

1. Can you confirm if your RUCKUS setup was previously operational, and if there were any power outages before the issue began?
2. When your switch is connected to the outlet, do you observe any illuminated lights (amber or green)? Kindly describe which lights are visible. Additionally, please provide a photo showing the status of the lights and the full switch panel with cable connections to the switch ports.

3. Is your internet connection from the ISP stable and functioning? You can verify this by connecting to your local router's Wi-Fi or through an ethernet cable from the router to a laptop/PC.
4. How many access points are currently connected to the switch? Please describe the status of the lights on the access points. Similarly, include a photo showing the access points' light status.

Please log into your RUCKUS Account before uploading these photos/screenshots.

Please help me with ALL the above queries and should you have any further questions or concerns, feel free to reach out.

We appreciate your cooperation and look forward to resolving this matter for you promptly.

Best regards,

Imran Sanadi
RUCKUS Lennar Home Community

[gablackburn]

I am 97% convinced it's an AI bot replying to these posts.  The same responses and links are sent over and over again.  The videos shared are usually, "draw the rest of the owl" in nature, not showing the setup on how we got to that point (ie. consoling into the box). 

It's been frustrating to say the least.  I've had to find other Ruckus posts, Reddit posts, and Youtube videos myself which do a half decent job with help.  This link is a little helpful, but doesn't really troubleshoot any problems.

https://support.ruckuswireless.com/hth-ruckus-at-home#rah-getting-started

I don't know how anyone who isn't tech savvy would be able to solve these problems.  Maybe it's a delay deny tactic to get most people to give up.

[Imran_ruckus]

Hi @gablackburn 

Please note, to get the exact issue we ask those questions to assist and address correctly.

If you can help with requested pictures and queries I can help you further.

Thank you again.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.